The Moderating Effect Of Gender On The Relationship Between Service Quality and Student Satisfaction Using A Hesqual Model: Evidence From A Private University In East Borneo

Haryadi Jaka Susila; Rr. Iramani

doi:10.14414/jbb.v15i01.5089

Vol. 15 No. 01 (2025), Articles

Vol. 15 No. 01 (2025)

The Moderating Effect Of Gender On The Relationship Between Service Quality and Student Satisfaction Using A Hesqual Model: Evidence From A Private University In East Borneo

Articles

DOI: 10.14414/jbb.v15i01.5089

Published 2025-12-10

Haryadi Jaka Susila⁺⁻
Rr. Iramani⁺⁻

Haryadi Jaka Susila

STIE Balikpapan; Master of Management Student at the Program Faculty of Economics and Business, Universitas Hayam Wuruk Perbanas, Surabaya, East Java, Indonesia

Rr. Iramani

UHW Perbanas Surabaya

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Keywords

Student Satisfaction
HESQUAL
Administrative Services
Facilities and Infrastructure Services
Lecturers' Services
Academic Services

How to Cite

Jaka Susila, H., & Rr. Iramani. (2025). The Moderating Effect Of Gender On The Relationship Between Service Quality and Student Satisfaction Using A Hesqual Model: Evidence From A Private University In East Borneo. Journal of Business & Banking, 15(01), 59-80. https://doi.org/10.14414/jbb.v15i01.5089

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

ABSTRACT

Higher education institutions face challenges in providing services to meet student expectations. This study aims to examine the impact of service quality on student satisfaction using the HESQUAL (Higher Education Service Quality) model. Sampling was used with random sampling technique, involving 290 respondents. Data analysis was conducted with SEM-PLS. The results showed that administrative services, physical facilities, and teaching quality had a significant positive impact on student satisfaction. However, academic services related to the Academic Information System (SIAKAD) do not have a significant impact on student satisfaction. The results of this study imply that to increase student satisfaction, education service providers should optimize administrative procedures, better facility maintenance, and excellent lecturer services.

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The Moderating Effect Of Gender On The Relationship Between Service Quality and Student Satisfaction Using A Hesqual Model: Evidence From A Private University In East Borneo

Keywords

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